Customer Operations • Lead

Who you are

You have a proven track record in people leadership, with experience managing teams and fostering a high-performance culture. Your ability to coach and develop team members is complemented by your operational management skills, ensuring that your team meets performance goals while delivering exceptional customer service. You are adept at building strong relationships with clients, acting as the primary point of contact for their needs and concerns. Your analytical mindset allows you to perform root cause analysis on service issues, leading to effective process improvements. You are known for your resolution-focused approach, consistently championing change and exceeding expectations. A bachelor's degree is preferred, and you are flexible to work non-traditional shifts as needed.

What you'll do

In this role, you will lead a dedicated team of Business Travel Consultants, overseeing their day-to-day operations and ensuring they provide a best-in-class customer experience. You will conduct regular one-on-one meetings and quarterly reviews to monitor team progress, set clear expectations, and track career development using career maps. Your leadership will be key in driving continuous improvement initiatives, ensuring that the team meets operational performance metrics such as call queues and service level agreements. You will also manage the strategic service relationship with the dedicated customer's Travel Manager and Specialists, conducting regular check-ins and presenting performance metrics to ensure alignment with corporate goals. Your role will involve identifying and implementing process improvements to enhance service delivery and customer satisfaction. You will be responsible for fostering a solutions-oriented team culture, encouraging team members to proactively identify and resolve issues.

What we offer

At TripActions, we value our employees and offer a supportive work environment that encourages professional growth and development. You will have the opportunity to work with a dedicated team, contributing to the success of our offline travel program for our most valued customers. We believe in recognizing and rewarding hard work, and you will have access to resources that will help you excel in your role. Join us in creating exceptional travel experiences for our clients while developing your career in a dynamic and rewarding environment.